Knowledge Management Guide

Category:

Business Information Management, IT Service Management

Knowledge Management is one of the largest untapped assets for many IT organizations. Today, there is heightened awareness as to how critical this area is becoming for driving efficiencies, effectiveness, cost containment and meeting the ever evolving demands of the business. The IT landscape is rapidly changing through the explosion of social media, the ways consumers use technology, and the way we collaborate. It is critical for support leaders to figure out how to tap into this critical process, and start leveraging the benefits to improve, optimize and deliver.

Knowledge Management spans so much more than support, yet we often first see its influence and reach at the support level, which is the initial point of demand. Very little prescriptive guidance exists on Knowledge Management, with the exception of KCSSM (Knowledge Centered Services). KCSSM is a very support-focused, integrative way to embrace knowledge into a way of working. It has a heavy focus on quality, behavioral change, culture, communication and process. KCSSM is an approach that recognizes that tooling is far from enough to succeed, and provides a very balanced, holistic approach to Knowledge Management. At the end of this guide, we have shared more information on KCSSM for those of you that are interested.

At Quint, we hear common challenges, questions, and interesting tales of adventure with Knowledge Management. We decided it would be an interesting exercise to collect feedback from you through a survey and support experts in the community, in order to share experiences, best practices, challenges, ideas, and to identify trends.

Here are the findings from the survey.

At the end our findings, you will find some tips and ideas to consider for each category of this survey that we performed for improvement.